Online store customer service

Job Responsibilities:

Online reply customer inquiries, handle complaints and refunds, order inquiries and after-sales support

Job Responsibilities

• Instantly respond to customer inquiries on various platforms (such as websites, social media, email, etc.) and provide clear, friendly and professional services.

• Properly handle customer complaints, returns and refund requests, coordinate internal departments (such as warehouse, finance, operations) according to company policies to achieve quick resolution and customer satisfaction.

• Assist in querying order status, logistics progress, inventory situation and delivery arrangements to ensure a smooth and seamless sales process from pre-sales to post-sales.

• Record and organize common customer questions and feedback, submit regular analysis reports, and support product optimization and customer service process improvement.

Work requirements

• Fluent in Cantonese communication, good writing skills, able to clearly write Chinese replies and internal records.

• Have basic computer operating skills, be familiar with commonly used office software (such as Excel, Word) and mainstream customer service systems (such as Shopify backend, Zendesk or similar platforms)

• Have empathy and emotional management skills, be patient and positive under pressure, and effectively handle emotional customers.

• No restrictions on academic qualifications and work experience, fresh graduates and career changers are welcome; those with retail, e-commerce or customer service-related experience will be given priority.

• Must be a permanent resident of Hong Kong, or hold a valid high-end talent pass (High Talent Pass), excellent talent entry plan (Excellent Talent Pass), non-local graduate retention/hire arrangement (IANG), dependent entry visa or other legal work permit.

Benefits

• Enjoy 13 months of salary and year-end bonuses, based on the company's annual operating performance and individual performance.

• Flexible work schedule to support employees in balancing work and life needs.

• Enjoy 14 paid annual leave days, in addition to the statutory public holidays and sick leave under the Employment Ordinance.

• Provide transportation allowance to ease commuting burden.

• Comprehensive insurance plan (covering medical, hospitalization, and accident protection), and open access to recreational and sports facilities through our partner institutions.